Russell & Smith Honda

Service Center lost my vehicle and were rude about it! Before I get started I do want to note that prior to this I had purchased two vehicles from them and always had them serviced here - I have been a ver Before I get started I do want to note that prior to this I had purchased two vehicles from them and always had them serviced here - I have been a very loyal Russell & Smith Honda customer. I also want to note that this only has to do with the service center - my previous experience with the sales staff have always been excellent. I received a letter from Honda stating that my 2017 CR-V needed its shift knob replaced and made an 8am appointment to drop it off at Russell & Smith to have it done. After signing the vehicle in and being told it would take an hour to complete I left the dealership. After almost 3 hours I called to inquire about the status of my vehicle - the receptionist who took my call stated they didn't have any record that my vehicle was with them, and when I asked her to go find the service adviser who I talked with in the morning she put me on hold for a long while then hung up on me. At this point I am both extremely worried and furious - they had lost or stolen my car! I rushed over to the service center where they still claimed they didn't have any record of my vehicle. I demanded they start doing some investigating or I would have to consult legal counsel, and eventually they found the paperwork I had signed in the morning. They claimed they tried to call me sooner (they did not) and said that they because they ended not doing anything with my car they didn't even put the paperwork in their system (again, never mind that I had an official letter from Honda that they were supposed to replace the shift knob). At this point I told them that I was extremely upset that they neither contacted me (as I had bought the car from their dealership and had it serviced their just the month prior) nor bothered to record their custody of my vehicle in their system - a MAJOR issue as at that point it realistically could have been stolen by anyone with no one the wiser. They directed me to Joseph Fitzgerald, the service manager, and Steve Tower, the service director - who I both let know that I expected a formal apology for the extreme anxiety they put me through. They both mockingly apologized to me and told me to leave (never mind they STILL had not given me my car back at that point). Long story short, Russell & Smith Honda lost/stole my car, didn't bother to tell me about it, mocked me when I asked for an apology, and still did not fix the issue that I received an official letter from Honda about. I've contacted them through their "Contact Us" page to speak to someone else but still haven't heard back. They did this to a loyal, repeat customer - I was shocked at this treatment because every other time I had come in I had such a great experience. If they are happy to treat loyal customers like this then how do you think they would treat someone new? Do yourself a favor and do not do business with Russell & Smith Honda. More

I love Russell & Smith I just bought my 3rd car from Russell & Smith. I have to drive a little further from home and away from another Honda dealership but my experience has I just bought my 3rd car from Russell & Smith. I have to drive a little further from home and away from another Honda dealership but my experience has always been so positive. Andy had me in and out very quickly. The process was easy and smooth without a lot of haggling. I totally recommend them! Oh and Karan Patel in finance was also awesome. More

Really Excellent I am very pleased with the service I was given during my car purchase and trade-in at Russell and Smith Honda. Andy was very kind and fair. I am very pleased with the service I was given during my car purchase and trade-in at Russell and Smith Honda. Andy was very kind and fair. More

Dennis Lewis Great , easy, and smooth process. Our salesman Dennis Lewis was amazing. Very upfront but not pushy as a “typical” salesman would be. Dennis was very Great , easy, and smooth process. Our salesman Dennis Lewis was amazing. Very upfront but not pushy as a “typical” salesman would be. Dennis was very considerate of our time and patience. The vehicle selection was also great. We went to 3 other dealerships and the inventory was very limited. So glad we chose Honda to be our dealership and even more glad to have Dennis as our salesmen ! More

Great experience! Dealt with Hanson, he was knowledgeable and very accommodating. No pressure sales tactics and we got a good deal on the exact car we wanted with no up Dealt with Hanson, he was knowledgeable and very accommodating. No pressure sales tactics and we got a good deal on the exact car we wanted with no up selling. Very pleasant experience! More

Terrible doesn't begin to describe it This was not the first time I had received terrible service from this place, but it will be the last. The first time I came here for my first free oil This was not the first time I had received terrible service from this place, but it will be the last. The first time I came here for my first free oil change and tire rotation. They had the car in the wrong service area and for some reason couldn't figure it out for 2 hours. It took 3.5 hours to get a simple oil change. Then I had to come back for issues on my transmission (brand new less than a year old car I bought from them). The person I was scheduled with initially wasn't even there at my appointment time so I had to be passed onto someone else. When he finally did get in touch with me he said the car would be done "well before 12 PM" the next day. I get a call from a different advisor that I was passed to the next day that my car wouldn't be done until 4 PM. Fine, stuff happens and backups occur so I had no problem with that. I show up, and the advisor kept telling me "45 more minutes" and every hour that passed he would keep telling me the same thing. It took 3 hours over the initial extra 4 hours they told me it would be done. There was about a million ways they could've handled this, but holding me basically hostage at the dealership, instead of a simple "it will be take another day" or anything but a lie, is not one of them. It's a shame because I had such a pleasant buying experience from these guys, but if this is how you treat customers I'll just take my business elsewhere. More

Best car buying experience ever I first sent out a request for a quote on a Honda Civic EX to several dealerships. Henry Reece reached out to me immediately and said that he will wor I first sent out a request for a quote on a Honda Civic EX to several dealerships. Henry Reece reached out to me immediately and said that he will work up a quote and send it to me in an hour. He delivered on his promise with a drive-out quote that was even lower than other dealers' quotes before TT&L. I went to the dealership to test drive the car. Henry was very professional and courteous, and we got the car for an even lower price than what he had quoted. He was so easy to work with and everyone there was so nice and helpful. I appreciate that they didn't use any type of bait-switch tactics or try to add on unnecessary options. I got the exact car I wanted at the right price. Great job Henry and the Russell & Smith team. More

Best salesman ever I bought an Honda Pilot and was helped by boubacar the whole experience was outstanding never push me or pressure me instead helped me make the best c I bought an Honda Pilot and was helped by boubacar the whole experience was outstanding never push me or pressure me instead helped me make the best choice. I will definitely recommend boubacar to anyone looking to buy from russel and Smith. He is very knowledgeable and has a great sense of customer service. Thank you boubacar More

David Ly Thank you, Mr. Ly, to help me get my car. I recommend Mr. Ly to everybody who needs a car, he will give you what you need. Thank you, Mr. Ly, to help me get my car. I recommend Mr. Ly to everybody who needs a car, he will give you what you need. More

Dont go there! This has been the worst experience at a car dealer as of yet and I wish I could give them zero stars. So I came to get my tire changed. my husband arr This has been the worst experience at a car dealer as of yet and I wish I could give them zero stars. So I came to get my tire changed. my husband arrived at around 7 am and the car wasn't checked in until 9.30. I was at work so I called my husband to see what was the hold up because it was 9.30 and we had an appointment at 11.15. He said that the tech told him it wouldn't be completed until at least 12 o'clock meaning 5 hours after the time that he had arrived! so I called up to the service department myself while my husband still was on the phone and I spoke with Alex. not only was he rude but when I asked to speak to a manager, he stated that his manager was too busy and couldn't come to the phone but my husband watched him not even make an attempt to look at the manager! they were unwilling to schedule an appointment for a later time, and Alex hung up in my face without getting my name or number. when my husband asked to speak to the manager named Steve, he seen Steve tell the tech " I'm too busy for this right now I'm not going to deal with that." I requested for my car back and I will NEVER be back again. More